Which type of agreement is an internal document that defines the essential operational needs of an organization and meets performance metrics defined in a Service Level Agreement (SLA)?

An Operational Level Agreement (OLA) is an internal document that articulates the specific operational needs of an organization. It aligns the internal services and responsibilities of various departments or teams to ensure that the overall objectives and performance metrics are met as outlined in a Service Level Agreement (SLA).

OLAs typically detail the relationships and expectations among different internal groups, describing how they will support the delivery of services outlined in the SLA to end users or customers. This includes defining roles, responsibilities, and processes to ensure that operational performance aligns with customer expectations.

The concept of OLAs is crucial for maintaining effective service delivery within an organization, as they serve to bridge the gap between strategic goals laid out in SLAs and the actual operational capabilities of different teams. By establishing these agreements, organizations can ensure clarity and accountability amongst internal stakeholders, streamline processes, and enhance overall service quality.